GCA
GCA is seeking a full-time
Help Desk Lead
to provide overall management support and coordination for multi-tier Help Desk services (Tier I–III) and Asset Management. This role will oversee a team of technicians delivering broad-based technical support to end-users across networks, systems, and related services in a high-profile environment supporting more than 3,200 users. The Help Desk Lead will ensure effective operations across Tier I (phone/email), Tier II (on-site, floor support), and Tier III (advanced hardware/software break/fix) levels, while maintaining strong quality assurance standards, user satisfaction, and performance metrics. Key Responsibilities
Manage and coordinate Help Desk operations for Tier I, II, and III services, as well as Asset Management. Lead a team of technicians providing enterprise-wide technical support to more than 3,200 users. Oversee day-to-day operations, ensuring timely resolution of incidents, requests, and escalations. Ensure Help Desk processes adhere to ITIL standards and best practices. Monitor service performance, user satisfaction, and complaint resolution programs. Manage ServiceNow ticketing system operations and reporting. Supervise staff, provide training, manage workload distribution, and oversee performance evaluations. Communicate effectively with senior stakeholders and provide status reporting on Help Desk operations. Maintain a proactive approach to identifying and addressing issues impacting end-user support. Required Qualifications
Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or a related field. 5–8 years of progressive experience in information systems management. 3–5 years of supervisory experience managing technical support or service desk teams. Information Technology Infrastructure Library (ITIL) V4 certification at time of application. Industry certification such as CompTIA A+, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent. Expert-level working knowledge of ServiceNow. Demonstrated experience in quality assurance environments, including customer satisfaction tracking, complaint resolution, and quality control programs. Strong written and verbal communication skills, with experience presenting to senior stakeholders. Proven expertise in manpower utilization, training, problem resolution, and employee relations (including subcontractor and teaming partner coordination). GCA is an equal opportunities employer and welcomes applications from diverse candidates.
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Help Desk Lead
to provide overall management support and coordination for multi-tier Help Desk services (Tier I–III) and Asset Management. This role will oversee a team of technicians delivering broad-based technical support to end-users across networks, systems, and related services in a high-profile environment supporting more than 3,200 users. The Help Desk Lead will ensure effective operations across Tier I (phone/email), Tier II (on-site, floor support), and Tier III (advanced hardware/software break/fix) levels, while maintaining strong quality assurance standards, user satisfaction, and performance metrics. Key Responsibilities
Manage and coordinate Help Desk operations for Tier I, II, and III services, as well as Asset Management. Lead a team of technicians providing enterprise-wide technical support to more than 3,200 users. Oversee day-to-day operations, ensuring timely resolution of incidents, requests, and escalations. Ensure Help Desk processes adhere to ITIL standards and best practices. Monitor service performance, user satisfaction, and complaint resolution programs. Manage ServiceNow ticketing system operations and reporting. Supervise staff, provide training, manage workload distribution, and oversee performance evaluations. Communicate effectively with senior stakeholders and provide status reporting on Help Desk operations. Maintain a proactive approach to identifying and addressing issues impacting end-user support. Required Qualifications
Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or a related field. 5–8 years of progressive experience in information systems management. 3–5 years of supervisory experience managing technical support or service desk teams. Information Technology Infrastructure Library (ITIL) V4 certification at time of application. Industry certification such as CompTIA A+, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent. Expert-level working knowledge of ServiceNow. Demonstrated experience in quality assurance environments, including customer satisfaction tracking, complaint resolution, and quality control programs. Strong written and verbal communication skills, with experience presenting to senior stakeholders. Proven expertise in manpower utilization, training, problem resolution, and employee relations (including subcontractor and teaming partner coordination). GCA is an equal opportunities employer and welcomes applications from diverse candidates.
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